My Pham Email & Phone Number

Provides excellent customer service by promptly addressing consumer and external business partner inquiries through various communication channelsDocuments in the computer system(s) the details of inquiries and actions taken. Analyzes semi-technical data and manual work streams using Covered California databasesDaily reviews, processes, and verifies consumer documents while adhering to complex laws, rules, and procedures.Supports in developing processes, policies, and improvements, identifies consumer issues, and suggests remedies to supervisorsComplies with HIPAA guidelines for handling personal health information.

San Jose, California, United States

Being one of 22 candidates nationwide who has been awarded a full scholarship by Walmart and Hackbright Academy to study software engineering and cybersecurity. Received training on:UX principles, HTML, CSS, Javascript (front-end web)NodeJS (backend web theory)Cryptography and securitySQL, Database theory, NoSQL databaseDeployment, DevOps, site reliability engineeringQuality assurance, testingAutomationComputer Science fundamental knowledge: data structure, time complexity, computer memory theory

Being one of 27 candidates nationwide who have been awarded a full scholarship by Per Scholas and TEKsystems to study Java full-stack software engineering.Completed 450+ hours of Full Stack Java Development training together with other 26 developers from diverse backgrounds.Received Hands-on training in the following areas:Front-end web development: HTML, CSS, Javascript, BootstrapDatabase modeling, database normalization, SQL queriesJava 8Back-end web development: Spring Boot, JDBC, HibernateJUnit testingSOAP, rest, JenkinsSCRUM, Agile methodology

Completed a 17-week Junior Full Stack Java Developer program (600+ hours) that provided rigorous training in web development, object-oriented programming, software testing, and the software development cycle.

Managed 2,000+ monthly emails and calls to address customer inquiries and complaints about various banking products and services.Advised and assisted customers in using VietinBank's products and services; resolved and promoted transactions, handled customer issues during the registration and usage of services through various interaction channels: phone, email, Fanpage.Conducted customer surveys, collected and provided information, sold, and invited customers to use products and services of VietinBank; collaborated with Headquarters and branch departments to support customers in cases beyond jurisdiction, expediting the processing to assist customers quickly and effectively. Implemented timely warning and risk prevention tasks.Achieved goals/plans assigned by direct supervisors/leadership of the unit/leadership of VietinBank at each specific time.

Handled customers’ requests and complaints at the counter through cooperation with related departments, processing according to SLAs (service-level agreements) to bring the best service experience to customers.Reset passwords for mobile banking app, internet banking app, and debit cards. Re-issued lost/expired/stolen debit and credit cards.Created account authorization documentsIntroduced suitable banking products and services to customers’ needs. Carefully consulted customers about the fee list of the products and services.Introduced and issued checking accounts together with mobile banking service and internet banking app, savings accounts, corporate checking accounts, debit and credit cards, and overdraft services.Introduced various saving account products to customers and referred them to personal loan officers and corporate loan officers.Ensured compliance and minimized risks when processing transactions. Identified customer information (AML, KYC, ...) as well as warning signs before, during, and after customer transactions.Made periodic reports.

Education record

Relevant coursework: Intro to Data Structures Using Java, Python Programming, Software Development with Java Programming Cumulative GPA.

Master Of Business Administration - Mba

Bachelor'S Degree, Banking, Corporate, Finance, And Securities Law